How Does Emotional Intelligence Affect My Service Quality?


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Human beings usually make decisions based on emotions and then rationalize with logic, being able to understand how people (Customers too) feel and why they feel that way will greatly impact on their perception of you (and your brand). The points below, highlight the impact of Emotional Intelligence on service quality-

Better Relationships with Customers and Colleagues.
By being able to understand our own emotions and those of the people we interact with, we can communicate our feelings and ideas better, understand and relate better with people around us as well as being able to argue/criticize constructively.

Complaint Resolution
When we can discern people’s emotions and effectively & empathize with their perspectives, it becomes easier to effectively resolve their complaints, because we have a deeper understanding of their needs and desires, and how it accumulates to the complaint.

Emotional intelligence boosts your ability to motivate yourself, this eliminates procrastination to great extent & boosts self-confidence. This means that you can delay self-gratification and see the long term outcomes of your decisions, improves individual focus and boosts success.

Stress Management
E.I. is vital for enhanced cooperation and team work, it helps us to better manage stress. And gives makes it easier to consciously alter our moods. (Thinking positive can perform wonders).

Simple Practices That Will Boost Emotional Intelligence

Pay Attention To How You Feel.
Start right now, ask yourself – how am i feeling at the moment? (Happy, sad, indifferent, anxious?) And over the coming days, do this at intervals, this enables you to keep your emotions in check and understand what triggers certain emotions, and with practice it becomes second nature.
How Are You Reacting To The Way You Feel?
Emotions usually elicit one reaction or the other from an individual, you get hyperactive when excited or make sharp movements when agitated. How are you reacting to your emotions? This knowledge comes very handy in both work & interpersonal relationships.
Try To Respond Instead Of Reacting To Emotions.
You can consciously respond to an emotion only by being aware of it in the first place. It takes a lot of conscious effort to maintain a professional composure when an irate Customer is yelling at you.
Start Practicing Empathy.
Start with yourself, why are you feeling the way you feel at the moment? Are you disappointed? Or are you feeling slighted? Usually the answer doesn’t come up immediately, but as you pay attention you begin to understand why you feel the way you at certain times and this would come in handy when you try to empathize with your Customers.

Emotional Intelligence is a life skill, it doesn’t just come in handy in Customer relations, but it comes into play in our personal, work and social lives. It is possible to keep improving our Emotional Intelligence quotient by regular practice.

“While skills and experience may get you the job, Emotional Intelligence will ultimately determine how well you succeed and how far you rise in the organization.”

– Mark Craemer

Kelechi Okeke
Kelechi Okeke has dedicated over a decade to assisting organizations in elevating their customer experience strategies by empowering them with invaluable insights, innovative solutions, and fostering a customer-centric mindset. As the visionary founder of the award-winning CX website, he is on a mission to enhance global customer experience practices


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